course | Beyond Customer Service
We turn your development needs and aspirations into powerful digital solutions that drive growth
SMCS-968 | Beyond Customer Service
Course Sector : Sales, Marketing and Customer Service
| Duration | Date from | Date to | Course Venue | Course fees | Book a course |
|---|---|---|---|---|---|
| 5 Days | 2025-06-01 | 2025-06-05 | Manama | $4,250 | Book now |
| 5 Days | 2025-09-08 | 2025-09-12 | Texas | $5,950 | Book now |
| 5 Days | 2025-12-08 | 2025-12-12 | Dubai | $4,250 | Book now |
Course Introduction
Customer Service
Becoming customer-centric is one of the most important aims of any organization. Customer centricity refers to the orientation of a company to the needs and behaviors of its customers, rather than internal drivers such as the quest for short-term profit.
Customers have high expectations and demand quality customer service from companies they choose to do business with. Providing customer service excellence gives an organization a competitive advantage in the marketplace and is the key factor that keeps customers coming back. Successful organizations understand the importance of developing a customer-centric mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty
Course objective
At the end of the training course, participants will be able to
- Establish the importance of setting and reviewing customer service standards
- Develop an understanding of internal and external customer expectations
- Communicate more effectively by utilizing active listening and questioning skills
- Demonstrate how to deal with difficult or demanding customers in a professional manner
- Set SMART objectives and goals to become more productive
- Utilize stress management techniques to increase job satisfaction
Course Outline | 01 Day One
THE BUILDING BLOCKS OF A CUSTOMER CENTRIC ORGANISATION
- Establish the importance of setting and reviewing customer service standards
- Develop an understanding of internal and external customer expectations
- Communicate more effectively by utilizing active listening and questioning skills
- Demonstrate how to deal with difficult or demanding customers in a professional manner
- Set SMART objectives and goals to become more productive
- Utilize stress management techniques to increase job satisfac
Course Outline | 02 Day Two
DEVELOPING A TOP-DOWN CUSTOMER-CENTRIC CULTURE
- Establish the importance of setting and reviewing customer service standards
- Develop an understanding of internal and external customer expectations
- Communicate more effectively by utilizing active listening and questioning skills
- Demonstrate how to deal with difficult or demanding customers in a professional manner
- Set SMART objectives and goals to become more productive
- Utilize stress management techniques to increase job satisfaction
Course Outline | 03 Day Three
RESPONDING TO THE VOICE OF THE CUSTOMER
- Case study: Best and worst-rated companies for customer service
- Listen, act, and deliver on customer needs
- Re-evaluate and realign the customer experience in line with demand
- Creating favorable customer service ‘touch points’ within your company
Course Outline | 04 Day Four
Practical exercise: List the ways that your organization creates positive ‘touch points’
- Leading and motivating others to deliver superior service levels
- The Customer Loyalty Chain
- Developing the processes that nurture customer brand loyalty
Course Outline | 05 Day Five
MEASURING AND MONITORING CUSTOMER SATISFACTION
- Why is measuring customer satisfaction important?
- Why is it critical to encourage customer complaints and feedback?
- Establishing quality customer service satisfaction measuring and monitoring standards
BOOST’s Professional Attendance Certificate “BPAC”
BPAC is always given to the delegates after completing the training course,and depends on their attendance of the program at a rate of no less than 80%,besides their active participation and engagement during the program sessions.
Since 2001, we have been pioneering the training field in the Middle East, helping individuals, teams, and organizations reach their full potential with integrated solutions.
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